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Job Information

Lincoln Financial Group IVR Platform Owner in Greensboro, North Carolina

Alternate Locations: Greensboro, NC (North Carolina)

Relocation assistance is not available for this opportunity.

Level: P4

Requisition #64905

About the Company

Lincoln Financial Group, a Fortune 250 company with over 10,000 employees, provides advice and solutions that help empower Americans to take charge of their financial lives with confidence. Our core business areas — Life Insurance, Annuities, Retirement Plan Services and Group Protection — focus on supporting, preserving and enhancing over 17 million customer’s lifestyles and retirement outcomes.

Headquartered in Radnor, Pennsylvania, Lincoln Financial Group is the marketing name for Lincoln National Corporation (NYSE: LNC) and its affiliates. The company had $238 billion in assets under management as of December 31, 2018.

Ranked one of the Best Large Employers in America by Forbes magazine, Lincoln Financial Group makes a serious investment in our employees’ futures through a broad range of wealth accumulation and protection plans, health and wellness programs, and career development resources designed to help each individual reach their personal and professional goals.

The Role

We are looking for an IVR Platform Owner to joing our IT Enterprise Solutions organization. This IVR specialist will provide subject matter expertise and direction as a key stakeholder on complex projects/initiatives to deliver IVR development solutions that achieve business objectives and improve customer satisfaction across business units specifically with Contact Center Technology. S/he will translate and convey the overall business vision into technical requirements and tactics for several solutions across multiple business units with a focus on IVR development. They will set quality standards for delivery while ensuring that complex technology solutions meet performance, quality, and availability objectives.

Responsibilities

  • Maintains knowledge on current and emerging developments/trends for assigned area(s) of responsibility, assesses the impact, and collaborates with senior management to incorporate new trends and developments in current and future solutions for the Contact Center; specifically, around IVR development, callback/virtual hold, survey’s and call routing other channels/functions.

  • Expert understanding of Contact Center technology solutions. Preference of hands on experience with the Genesys platform, Verint, PinDrop, and WFM.

  • Strong understanding of various languages and concepts leveraged in the contact center for development including, JAVA(8+), VXML, microservices, AWS, PL/SQL, GRXML, speech recognition, JSON, Spring/Hibernate App Dynamics, and SPLUNK

  • Expert comprehension of Contact Center best practices to identify solutions and provide guidance to implement solutions while partnering with business units and IT partners.

  • Directs and enhances organizational initiatives by positively influencing and supporting change management and/or departmental/enterprise initiatives within assigned area(s) of responsibility.

  • Provides leadership and ownership of production support for related responsibilities.

  • Collaborates with other Platform owners, IVR developers and others to ensure practices and procedures are built to the fullest capability to best serve multiple business needs.

Education

  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelors)_Minimum Required in Computer Science, Computer Information Systems, Information Systems, Information Technology or Computer Engineering or equivalent work experience

Experience

  • 4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)

  • 5 – 7+ Years of experience in Contact Center (IVR) Development, Business Analysis, Project Management, or a product-related role within a development team that directly aligns with the specific responsibilities for this position. (Required)

This position may be subject to Lincoln’s Political Contribution Policy. An offer of employment may be contingent upon disclosing to Lincoln the details of certain political contributions. Lincoln may decline to extend an offer or terminate employment for this role if it determines political contributions made could have an adverse impact on Lincoln’s current or future business interests, misrepresentations were made, or for failure to fully disclose applicable political contributions and or fundraising activities.

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Lincoln Financial Group are considered property of Lincoln Financial Group and are not subject to payment of agency fees.

Lincoln Financial Group (“LFG”) is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Applicants are evaluated on the basis of job qualifications. If you are a person with a disability that impedes your ability to express your interest for a position through our online application process, or require TTY/TDD assistance, contact us by calling 260-455-2558.

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Lincoln Financial Group ("LFG") is an Equal Opportunity employer and, as such, is committed in policy and practice to recruit, hire, compensate, train and promote, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, veterans status, or genetic information. Opportunities throughout LFG are available to employees and applicants and are evaluated on the basis of job qualifications. We have a drug free work environment and we perform pre-employment substance abuse testing.

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